Returns / Refunds Policy
Returns, Refunds & Replacements
We want you to love your Jack Stillman gear. We also know life is full of imperfect decisions, wrong sizes, gift misfires and the occasional bit of gear that does not behave the way it should.
This page explains how we handle returns, refunds, exchanges and replacements. We try to keep things fair, practical and in line with Australian Consumer Law.
If something is our fault, we will make it right. If you have simply changed your mind, we will still try to help where we can.
Start here
Before sending anything back, please contact us first.
Email: support@jackstillman.com.au
Please include:
- your order number or proof of purchase;
- your name and contact details;
- the product name;
- a short explanation of the issue or reason for return;
- clear photos if the product is faulty, damaged or not as expected.
Please do not just send the item back without contacting us first. It slows things down and can make the return harder to track.
Once we understand what is going on, we will let you know the next step. If a return is needed, we will provide the return instructions and return address.
For Australian customers, we may be able to help arrange a return label. International customers are responsible for arranging their own return shipping unless the return is for a confirmed fault or our mistake.
Change-of-mind returns
You can request a change-of-mind return within 15 days of receiving your order.
This includes situations where:
- you ordered the wrong size or style;
- the colour is not quite what you expected;
- the item was bought as a gift and did not quite land;
- you simply changed your mind.
To be eligible, the item must be:
- unused;
- clean;
- undamaged;
- in the same condition it was received;
- returned with original tags, packaging and included accessories where practical.
For approved change-of-mind returns, we may offer an exchange, store credit or refund, depending on the situation.
Change-of-mind returns are separate from your rights under Australian Consumer Law. If the item is faulty or not as described, the 15-day change-of-mind period does not limit your rights.
Exchanges
If you would like to exchange an item, contact us at support@jackstillman.com.au before sending it back.
Once we receive the returned item, we will inspect it to make sure it is unused, clean and able to be sold again. We will then arrange the exchange as agreed.
If the replacement item costs more, you will need to pay the difference. If it costs less, we may refund the difference or issue store credit, depending on what has been agreed.
Refunds
If a refund is approved, we will usually refund the original payment method.
For change-of-mind returns, the refund may exclude:
- original shipping costs;
- return shipping costs;
- reasonable costs we incurred to deliver or process the order, including where free shipping was provided.
We will always be clear about this before finalising the return.
For faulty products or other issues covered by Australian Consumer Law, we will provide the remedy required by law.
Faulty, damaged or incorrect items
If your item arrives damaged, is not what you ordered, or appears to have a fault, contact us as soon as possible at support@jackstillman.com.au.
Please include your order number and clear photos showing:
- the whole product;
- the issue close up;
- any packaging damage, if relevant.
We will assess the issue and work out the fairest remedy. Depending on the problem, that may be a repair, replacement, refund, spare part, return label or another practical solution.
If the issue is confirmed as a fault or our mistake, we will cover reasonable return costs.
Repairs, replacements and Australian Consumer Law
Our products come with rights under Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the problem.
If the issue is minor and can be fixed within a reasonable time, we may repair the item or provide a practical fix.
If the issue is major, you may be entitled to choose a refund or replacement.
Nothing in this policy limits your rights under Australian Consumer Law.
Lifetime Guarantee
Jack Stillman bags and accessories are built to last, and many are covered by our Lifetime Guarantee.
The Lifetime Guarantee covers genuine defects in materials and workmanship. It does not cover every mark, scrape, bit of fading, worn corner, hard-earned patina or end-of-life wear. Good gear ages. That is part of the point.
For full details, please read our Lifetime Guarantee page.
If you think your item may be covered, contact us at support@jackstillman.com.au with your order number or proof of purchase, a description of the issue and clear photos.
Normal wear, heavy use and trade-in options
Our gear is tough, not immortal.
Canvas, leather, brass and zips all live in the real world. They rub against clothing, floors, ute trays, aircraft lockers, desks, walls, weather and whatever else life throws at them.
Normal wear and tear is not usually treated as a fault. This includes things like:
- fading;
- scuffs and marks;
- patina;
- softened canvas or leather;
- worn corners;
- abrasion from long-term use;
- canvas wearing thin after years of rubbing;
- general end-of-life wear.
Where a product has had a long working life and is too worn for a warranty replacement, we may still be able to help. Depending on the condition of the item, we may offer care advice, a paid repair, a spare part, or a trade-in discount toward a new Jack Stillman product.
Trade-in offers are assessed case by case and are not a replacement for your legal rights. If the product has a genuine fault covered by Australian Consumer Law, we will deal with it accordingly.
Sale and clearance items
Please choose carefully when buying sale, clearance or final-sale items.
We do not usually offer change-of-mind refunds on sale, clearance or final-sale products.
However, sale items are still covered by Australian Consumer Law. If a sale item is faulty, damaged, unsafe, not as described, or otherwise fails to meet a consumer guarantee, we will provide the remedy required by law.
Gift cards and vouchers
Gift cards and vouchers are not refundable for change of mind.
If your gift card or voucher code is not working, contact us at support@jackstillman.com.au and we will sort it out.
Who pays for shipping?
For change-of-mind returns and exchanges, you pay the return postage.
If the return is because of a confirmed fault, damage in transit, an incorrect item or our mistake, we will cover reasonable return costs.
If your original order received free shipping, we may recover the actual shipping cost from a change-of-mind refund or store credit.
For Australian customers, we may be able to help arrange a return label.
International customers are responsible for arranging their own return unless the return is for a confirmed fault or our mistake.
How to send a return
- Email support@jackstillman.com.au before sending anything back.
- Include your order number, reason for return and photos if there is a fault or issue.
- Wait for us to confirm the return instructions.
- Pack the item securely.
- Include your name and order number inside the parcel.
- Send the parcel to the return address we provide.
Please do not send returns without contacting us first. We need to know what is coming back and why, otherwise things can get messy.
A few final notes
Returned items must be clean. If an item is dirty, wet, contaminated, heavily used or unsafe to handle, we may refuse the return or ask you to clean it before assessment.
We may need to inspect a product before confirming the outcome.
If a returned product is assessed and found not to have a fault, and not to be covered by our policy or Australian Consumer Law, we may ask you to cover return shipping or inspection-related costs where reasonable.
We will always try to be fair. We just ask that you give us the chance to assess the issue properly before sending anything back or assuming the worst.
Still need help?
Email us at support@jackstillman.com.au and we will get back to you.
We are a small Australian family business, not a faceless returns department. If something has gone wrong, tell us clearly and we will do our best to sort it out.
